From contact center AI to connected CX: Orchestrating every interaction

Most companies have their customer data spread across different platforms: Zendesk for support, AWS for infrastructure and various third-party marketing tools, for example. When these systems don’t talk to each other, customers end up repeating themselves and agents spend more time toggling between tabs than actually helping people.

In this panel, TTEC Digital’s Elsa Wilson joins experts from Zendesk and AWS to discuss how to bridge those gaps. They dive into the details of how connecting these specific platforms allows for a continuous conversation, making the experience faster for the customer and more efficient for the business.

What you’ll learn:

• How to connect Zendesk and AWS so customer data flows seamlessly between your infrastructure and your service desk.
• Why many AI pilots struggle to scale and how to choose the use cases that can lower cost per interaction.
• The reality of balancing automation with human empathy to ensure customers feel heard, not just "deflected."
• Practical ways to use real-time analytics so agents have the right information before they even pick up the phone.

Speakers:

• Elsa Wilson, Vice President of Partner Development & Strategy, TTEC Digital
• Michael Derrenbacher, Director of Business Analytics, Bank of America
• Mohamed Afifi, RVP, Global AWS Alliance GTM, Zendesk
• Theresa Garner, Global ISV Partner Strategy & Acceleration, Productivity Applications, AWS
• Michael Derrenbacher, Director of Business Analytics, Bank of America
• Phani Rayudu, Senior Technology Leader & Head of Co
• Anthony Huffman, Vice President of IT Digital Manufacturing, Georgia-Pacific